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Special Report: Customer Experience

In May, Oracle released two customer experience (CX) surveys. They revealed that B2C commerce professionals are pushing the envelope with advanced CX and customer loyalty strategies, while B2B commerce professionals are doubling down on omni-channel CX.

May 2014

“Consumer expectations continue to change the way both B2B and B2C businesses sell online,” said John Andrews, vice president of Product Management, Oracle. “In B2C there is a renewed focus on increasing loyalty as competition grows at a fever pitch. Meanwhile, B2B organizations are still under increasing pressure to adopt B2C commerce best practices. Developing customer-centric approaches and investing in omni-channel initiatives will be key to online revenue growth for both B2B and B2C organizations in 2014.”

customer experience

Here, get more insight into these surveys in the latest issue of Profit. Plus, find out more about the best ways to earn competitive differentiation by offering a distinct customer experience, and discover how focusing on customers can lead to category-killing innovation.

Customers First
For Celcom, customer experience is the way back to the top.

Your Best Shot
“You have to be more nimble, you have to be platform-agnostic, and you have to be willing to change the course quickly,” says social media expert Gary Vaynerchuk, author of Jab, Jab, Jab Right Hook. “Platforms die, platforms are created. That’s the name of the game.”

Best Practices in Customer Experience Management
How can organizations benefit from exciting new CX capabilities while maintaining consistency and security?

Follow the Customer
“You should really ask the question ‘Why do our customers buy from us rather than from our competitors?’ If you can answer the question—and build consensus around it—then you are starting to get at the heart of your differentiation and competitive advantage,” says Niraj Dawar, author of Tilt: Shifting Your Strategy from Products to Customers.

Top Gear
Fox Head’s e-commerce strategy puts users in the driver’s seat.

Creating a Better Sales Experience through Mobile
On-the-go access to quotes, proposals and orders provides a positive sales experience for customers.

A Beautiful Experience
Customers are a force for transformation for business-to-business commerce.

Supercharge Your Web Storefront with Superior Data Quality
A targeted, comprehensive data management strategy can differentiate your business from the competition.

How “Event-to-Offer” Strategies Can Increase Digital Sales
An event-to-offer framework can optimize investment in digital channels, enabling higher sales productivity and cross-sell rates.

Next Best Action
An emerging engagement paradigm can elevate customer service to the next level.

Five Customer Experience Lessons from Oracle Industry Connect
Across industries, business leaders are finding that engaging customer experience is the key competitive differentiator.

Five Ideas: Customer Experience
Listen to experts discuss how to put your customers at the center of your business, and discover tools that can help you figure out what they really want.

Customer Obsessed
Enterprise data and powerful technology are bringing the modern marketer closer to the customer.

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